Customer Operations Specialist

Customer Operations Specialist (Contracts, Salesforce, DocuSign) – Remote

Contract Management | Salesforce | DocuSign | Customer Operations

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours

About the Role

We’re hiring for our client, a growing U.S.-based company, seeking a Customer Operations Specialist to take ownership of contract lifecycle management, contract execution, CRM accuracy, and customer operational follow-through across a large customer portfolio.

This is an execution-heavy, ownership-driven operations role — not passive administrative work.

You will:

• Own contract data and contract execution workflows

• Drive contract completion through daily outreach and follow-ups

• Maintain CRM accuracy and reporting integrity

• Ensure contracts align with billing and recurring revenue operations

This role is ideal for someone who thrives in structured, high-volume, detail-oriented environments and follows through relentlessly until tasks are completed.

What You’ll Own

Contract Ownership & Accuracy

• Own customer contracts from initiation through execution

• Maintain a single source of truth for:

• Contract status

• Contract terms

• Coverage and account details

• Ensure all records are:

• Accurate

• Complete

• Audit-ready

• Maintain structured document storage and organization

Contract Tracking & Data Management

• Maintain master tracking sheets using:

• Google Sheets

• Microsoft Excel

• Track:

• Renewal dates

• Contract durations

• Special terms

• Account status

• Clean and remove inactive accounts

• Prepare contract data for CRM accuracy within Salesforce

Contract Outreach & Execution

• Identify customers without signed contracts

• Conduct high-volume outbound outreach via:

• Email

• Phone calls

• Clearly explain:

• Pricing

• Terms

• Service value

• Send agreements through DocuSign

• Drive contracts through the full execution cycle:

• Sent

• Followed up

• Signed

• Completed

• Maintain consistent follow-up discipline until closure

CRM & Revenue Alignment

• Update contract information and RMR (Recurring Monthly Revenue) in Salesforce

• Log all customer activity and updates for audit tracking

• Improve CRM data quality through contract interactions

• Ensure operational data remains clean and accurate

Agreement & Documentation Management

• Create and manage agreements for:

• New services

• Account updates

• Transfers and changes

• Ensure all documentation is:

• Properly executed

• Properly stored

• Fully compliant

• Support account transfers and operational documentation workflows

AutoPay & Compliance

• Ensure AutoPay enrollment for applicable accounts

• Track exceptions and required adjustments

• Maintain compliance and documentation standards

Collections Support

• Conduct follow-ups on overdue accounts when required

• Log all collection activity within the CRM

• Support overall revenue collection efforts

Reporting & Performance Tracking

• Deliver daily reports covering:

• Outreach activity

• Contracts sent and signed

• Progress metrics

• Contract coverage improvements

• Maintain visibility into execution and operational performance

Process Improvement

• Identify workflow inefficiencies and operational gaps

• Improve:

• Outreach scripts

• Templates

• Tracking systems

• Contract workflows

• Help increase contract adoption and execution speed

What Makes You a Strong Fit

• You are execution-driven and proactive

• You follow up consistently until tasks are completed

• You are highly detail-oriented and organized

• You can manage high-volume outreach and administrative work simultaneously

• You take ownership of outcomes, not just assigned tasks

• You thrive in structured operational environments

Must-Have Requirements

• 2–4+ years of experience in:

• Contract administration

• Customer operations

• Billing operations

• Customer support

• Operational coordination

• Experience using:

• Salesforce (or similar CRM)

• DocuSign

• Strong proficiency with:

• Google Sheets

• Microsoft Excel

• High attention to detail with low tolerance for errors

• Strong written and verbal English communication skills

• Comfortable with:

• Outbound calls

• Customer follow-ups

• Objection handling

• Ability to manage multiple workflows simultaneously

Nice to Have

• Experience working with:

• Recurring revenue (RMR) models

• Billing workflows

• Collections operations

• Exposure to:

• High-volume contract environments

• SaaS businesses

• Service-based companies

What a Typical Day Looks Like

• Review contract trackers and prioritize outreach

• Contact customers via phone and email

• Send agreements through DocuSign

• Follow up consistently on pending contracts

• Update Salesforce and operational records

• Track progress and report daily performance metrics

In short: you ensure every customer account has a valid, accurate, and fully executed contract while maintaining operational accuracy across systems.

Key Metrics (KPIs)

• Percentage of customers with signed contracts

• Contract data accuracy across systems

• Daily outreach volume (calls, emails, follow-ups)

• Contract execution speed (sent → signed)

• Salesforce data accuracy

• AutoPay enrollment rate

• Reporting consistency and operational visibility

Why This Role Stands Out

• High ownership and accountability

• Direct impact on revenue accuracy and operational risk reduction

• Structured workflows with measurable performance expectations

• Opportunity to improve operational systems and processes

• Remote flexibility combined with high-performance execution standards

Interview Process

1. Initial Screening Call
2. Recruiter Interview
3. Final Interview
4. Offer & Onboarding

Apply Now

If you are someone who follows through relentlessly, values operational accuracy, and thrives in structured, high-volume environments, this role offers an opportunity to take ownership of critical customer operations and contract execution workflows.

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